We use the chat concurrency data in insights. The data is so far unavailable in Explore. We use this data extensively to manage agent performance, with the move to Explore at the end of 2020, it is so far not replacing features that we depend on to manage our operation. We are therefore losing key metrics and features with the change.

Great to hear you're making progress with this. We're working towards being off Insights for the end of the calendar year - as per the advice we've had from Zendesk.

The problem I'm presented with is that I can't adequately articulate a plan for this to my organisation; given the gap between Insights data and Explore data is still very apparent for such crucial contact centre metrics. It still is not clear exactly what metrics we will lose forever.

The guidance of 'in 2020' isn't giving nearly enough for me to reassure my organisation that there is an appropriate plan in place for each metric currently supplied in Insights.

Hi Robert Brindley, I fully appreciate that you need more detailed information (availability timeline, scope) for these datasets. We're actively working on that plan and will share it as soon as it is finalised. Many thanks for your patience.

My apologies for the belated reply. We fully understand that Chat agent activity is important for evaluating the performance of your teams. Our goal is to enable this type of reporting in Explore in H2 2020.

We are actively working on improving data parity with Insights. At the moment team is implementing Answer Bot and Talk dataset enhancements.